Improving ambulatory care with ethnographic research

Design Research
Service & Experience Design

Client : Guys & St Thomas' Trust

The challenge

Helping Guys & St Thomas’ NHS Trust improve the outpatient experience

The pressures of the pandemic have left the NHS more stretched than ever before. Two years were focused on containing and managing the spread of COVID-19, pushing people with other health conditions further down the priority list. With patient backlog and patient waiting times at their worst in years across the NHS, Guy’s and St Thomas’ Trust knew they needed a new approach to improve Ambulatory Care for their patients. 

The approach

Researching from every angle

Ambulatory care is sometimes better known as ‘Outpatients’. We utilised a two-pronged research approach; looking at the whole service from the outside-in and inside-out to gather rich, qualitative research and insights. Our research investigated internal delivery and system challenges, as well as uncovering key issues and pain-points for GSTT’s outpatient end-users.

This created a wealth of knowledge and understanding around patients’ needs, building a firm foundation to support the Ambulatory Care team in the future development of ideas and concepts to transform outpatient care. 

The impact

  • Internal voices heard

    Clarification and alignment on the specific challenges that GSTT faces, including voices from the front line.

  • Patients’ needs prioritised

    Understanding their lived experiences; highlighting the struggles they face and the impact it has on them across all parts of the patient pathway.

  • Building tools for transformation

    The project outputs formed an Innovation Toolkit with key themes and insights, patient personas, user journeys and opportunity areas. This toolkit gives the team and wider organisation the ability to create innovative change within Ambulatory Care.

Let's chat

If you’re looking to
drive innovation within
your business, we’d
love to hear from you.

"*" indicates required fields

Drop files here or
Max. file size: 10 MB, Max. files: 5.
    This field is for validation purposes and should be left unchanged.
    This field is for validation purposes and should be left unchanged.
    This field is for validation purposes and should be left unchanged.